Customer Experience Associate (Seasonal) - Madison Ave

The RealReal; New York (NY); On-site; USD 26,000 - 37,000; Full time

Job summary

The RealReal, Inc. in New York is seeking a Customer Experience Associate to be the first point of contact for clients. You will educate clients on our mission, assist them across in-store services, and deliver a warm, personalized brand experience while collaborating with cross-functional teams in-store.

You will greet clients, guide them to solutions, and support returns and consignments. A strong focus on luxury goods, detail, and customer service is essential.

Qualifications

• 1–2+ years of work experience; luxury preferred.
• Strong people orientation and entrepreneurial spirit.
• Self-motivated and competitive.
• Able to master multiple technical devices and systems.
• Clear communication, thorough listening, quick, accurate responses.
• Attention to detail and excellent follow-up.
• Commitment to retail luxury customer service.
• Professional appearance and demeanor.
• Understanding of luxury brands and artists.
• Able to lift up to 25 lbs.
• Flexible schedule with evenings, weekends, holidays.

Responsibilities

• Greet clients and direct them to appropriate area for swift resolution.
• Support in-store returns and consignment drop-offs.
• Assist customers with shopping through listening and recommendations.
• Demonstrate active listening to resolve client/consignor issues.
• Support operational functions, such as customer transfers.
• Maintain composure during multiple time-sensitive situations.
• Collaborate with cross-functional store teams.
• Care for luxury items with high attention to brand standards.
• Use clear written and verbal communication.
• Ask questions and seek understanding; accept feedback and adapt.
• Manage workload and personal stress proactively.

Skills

People orientation

Self-motivation

Multitask on devices

Clear communication

Attention to detail

Customer service

Professional appearance

Luxury brands knowledge

Flexibility in shifts

Tools

Multiple devices & systems

Job description

About The Role

As a Customer Experience Associate you will be the first point of contact for our clients. You will provide client education on our company mission and services, and provide an exceptional client experience by determining our clients’ needs and assisting them to find the products and services that meet them. As a Customer Experience Associate, you will be the ambassador of the brand and work with cross functional teams in your store to deliver a warm and personalized experience.

As a Customer Experience Associate you will be the first point of contact for our clients. You will provide client education on our company mission and services, and provide an exceptional client experience by determining our clients’ needs and assisting them to find the products and services that meet them. As a Customer Experience Associate, you will be the ambassador of the brand and work with cross functional teams in your store to deliver a warm and personalized experience.

What You Get To Do Every Day

• Provide a consistent, outstanding experience by greeting all clients and directing them to the right area for swift resolution of their needs
• Support client services such as in-store returns and consignment drop offs
• Assist customers while shopping by listening, connecting, and making recommendations
• Demonstrate active listening skills to accurately identify and solve customer/consignor relations issues
• Support operational functions as needed, such as customer transfers
• Demonstrate a can-do attitude with the ability to handle multiple, time-sensitive situations while remaining calm and collected
• Responsible, reliable and a team player to work alongside many cross functional teams
• Provides elevated care and concern when handling all luxury items in-store, jewelry, watches, home and art pieces, as well as consignor pieces)
• Strong attention to detail in all aspects of brand standards including personal appearance, communication in written and verbal forms
• Maintains objectivity when dealing with client issues to determine the best solution
• Asks questions and seeks to understand vs. making assumptions; open to feedback and applies it quickly to fail fast and remain future focused in adverse situations
• Self-aware and able to ask for help when needed to avoid delays with workload management and to proactively manage and prevent levels of personal stress from rising

What You Bring To The Role

Minimum Requirements:

• 1-2+ years of work experience, luxury preferred
• A strong people orientation paired with entrepreneurial spirit
• Self-motivated and competitive
• Ability to master multiple technical devices and systems
• Ability to communicate clearly, listen thoroughly and respond quickly with accuracy
• Possesses a strong attention to detail and excellent follow up skills
• A desire to work with people, and a strong understanding of excellence in customer service
• Professional appearance, communication and demeanor
• Basic understanding of luxury brands and artists
• Commitment and curiosity towards retail- fashion, fine jewelry and watches, and fine art and home
• Physical demands/environmental conditions
• Ability to lift and move merchandise up to 25 lbs
• Flexible schedule that requires working variable shifts including evenings, weekends and holidays required

Compensation, Benefits, + Perks

This Role Is Not Eligible For Benefits

The expected hourly rate for this role is $23.00-$23.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 40 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day.

We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.